Superloop

Senior NOC Engineer, Business and Wholesale

Superloop

full-time

Posted on:

Location Type: Hybrid

Location: Colombo • Sri Lanka

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Job Level

Senior

Tech Stack

Firewalls

About the role

  • Provide technical and customer service to Customers, including troubleshooting and resolving technical queries and supporting the Business and Wholesale product suite.
  • Take timely and appropriate action to resolve any issues that may arise, including escalating complex technical enquiries, when required.
  • Categorise incidents and follow the respective incident management processes (Major, P1, P2, P3).
  • Manage and process planned work notifications and updates from suppliers and Internal teams to customers.
  • Maintain good ticket management, In accordance with the Case Management Guide.
  • Maintain technical documentation for Knowledge Management System.
  • Create and update network support documentation and diagrams as required.
  • Utilise network monitoring tools to ensure maximum uptime and identification of any network issues.
  • Monitor inflight cases raised with Suppliers/ Internal teams to ensure cases are managed within SLA.
  • Troubleshoot and support layer 2 and layer 3 protocols.
  • Answer inbound calls and tickets raised directly from customers and internal stakeholders and staff.
  • Deliver quality customer service.
  • Prioritise and managing own workload.

Requirements

  • Excellent written and verbal english communication skills with the ability to communicate to people in a range of positions for both internal and external customers.
  • Strong understanding and knowledge of nbn/VDSL products, specifically TC4, TC2 and EE would be advantageous.
  • Extensive Experience in configuration and maintenance of networking/communications infrastructure, including the ability to support a variety of technologies and protocols.
  • Security firewalls basics.
  • A proven understanding of networking fundamentals (xDSL, PPPoE, RADIUS, BGP).
  • Experience and knowledge of network systems and automation.
  • Experience Security Management.
  • Able to analyse problems and conduct effective fault diagnosis and recovery.
  • Capable of prioritising and managing workload and working autonomously.
  • Proactively contribute ideas, share knowledge, and help achieve team objectives.
  • Interest in developing skills and knowledge.
  • Experience in configuration and maintenance of networking/communications infrastructure, including the ability to support a variety of technologies and protocols.
  • Tertiary Education In IT or Telecommunication or 5+ years of related experience.
  • Palo Alto Certificates, supporting Prisma Access and SD Wan or MSSP knowledge.
  • Fortinet Certified Fundamentals advantageous.
  • Appropriate level industry certification such as CCNA CCNP and or NSE4.
Benefits
  • Quarterly Superstar Awards – recognition for those who go above and beyond.
  • Milestone Gifts & Birthday Cake.
  • Referral Bonus – get rewarded for bringing great talent into the TechHub.
  • Fruits & Nuts Mondays and Wednesdays - a healthy start to your week.
  • Monthly Engagement Events – cricket matches, festive celebrations, and more.
  • Quarterly Team Outings – SuperEats – time to unwind and connect outside work.
  • SuperEats – enjoy affordable pre ordered breakfast and lunch options.
  • Flexible Work – 3 days in the office, 2 days from home (once confirmed).
  • Leadership & Development Training – Grow your skills and confidence.
  • Career Excellence Program – build your future in telco and tech, right here at Superloop.
  • Employee Assistance Program – we’ve got your wellbeing covered.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
networking infrastructurelayer 2 protocolslayer 3 protocolsxDSLPPPoERADIUSBGPnetwork systemsautomationfault diagnosis
Soft Skills
written communicationverbal communicationproblem analysisworkload managementautonomyteam collaborationcustomer serviceprioritizationknowledge sharingproactive contribution
Certifications
Palo Alto CertificatesFortinet Certified FundamentalsCCNACCNPNSE4